Problems during your flight?

Know your rights as an air passenger

Write down all of the details concerning your flight incident and ask for a written statement from the airline.

Save all documents, tickets, boarding passes and other related documents.

Be careful with accepting vouchers. These are often difficult to exchange and have a limited validity. They may also limit your right to compensation.

Ask your travel agent for help upon return. Above all, always remain calm and try to enjoy your journey.


What are your rights as an airline passenger?

In February 2004, a European Regulation came into force that protects your rights as an airline passenger: the EC Regulation 261/2004.

This regulation protects passengers when they are denied boarding, and when their flight is cancelled or delayed. In these situations the regulation specifies the amount of compensation that is to be received by the passengers.

The EC Regulation 261/2004 applies to all passengers and all flights departing from an airport located in the territory of an EU member state, regardless of the nationality of the airline. It also applies to passengers departing from an airport located in a third country to an airport situated in the territory of a EU member state when the airline is registered in a European country.


Think twice before accepting vouchers

Airlines often offer vouchers instead of financial compensation. Think twice before accepting vouchers! These usually have a limited validity and are difficult to exchange for the benefits intended. For example, vouchers usually cannot be used when booking a ticket over the internet. Cash or cheques are always recommended over vouchers. Therefore always ask for any financial compensation to be paid in cash, by electronic bank transfer, bank orders or bank cheques.